Trends Report

Improve Customer Experience In Response To The Coronavirus Pandemic

March 16th, 2020
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
Harley Manning, null
Harley Manning

Summary

Your customers are focusing on the coronavirus now, and you need to recalibrate your customer experience (CX) efforts in response. Many of the specifics will vary by industry, but you should start with empathy to understand your customers, adapt your CX accordingly, and help your employees deliver great CX despite the crisis.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.